Author name: Pankaj Jangir

Question: In order to assess customer service agent performance, which of the following reports should you look at? Ticket close

Question: How often should you edit your knowledge base articles? Any time you get negative feedback on an article Monthly

Question: With ticket ______, you are able to filter down your tickets views editing stores records customization Explanation Ticket views

Question: Reports bucketed under the “conversation overview” category give you insight into: How your customers are changing over time. How

Question: Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions. promoters detractors passives

Question: With Service Hub, you can complete all of the following tasks EXCEPT: Gather intake Route tickets Monitor all social

Question: Which of the following is NOT a step when establishing listening posts? Define your customer journey Align survey methods

Question: True or false? You can access conversations from the HubSpot mobile app. True False Explanation The HubSpot mobile app

Question: What type of feedback survey can you add to your live chat? CES NPS CSAT Custom survey Explanation A

Question: You want to understand how easy it is for your customers to get their questions answered from your support

Question: Which report(s) do you use to decide which knowledge base articles to write? Average ticket response time Average ticket

Question: A customer portal is a __________. home base where customers can view, open, and reply to support tickets. place